Passengers with Disabilities

PASSENGERS WITH DISABILITIES

The following is from the Aviation Consumer Division

Toll-Free Hotline For Air Travelers With Disabilities

The U.S. Department of Transportation (DOT) has established a toll-free hotline to assist
travelers with disabilities.

The hotline will provide general information to consumers about the rights of air travelers
with disabilities, respond to requests for printed consumer information, and assist air
travelers with time-sensitive disability-related issues that need to be addressed in "real
time." The line is staffed from 7 a.m. to 11 p.m. Eastern time, seven days a week. Air
travelers who experience disability-related air travel service problems may call the hotline at
1-800-778-4838 (voice) or 1-800-455-9880 (TTY) to obtain assistance. As in the past, air
travelers who would like DOT to investigate a complaint about a disability issue must submit
their complaint in writing or via e-mail. Click here for details.

"I believe today as I believed over a decade ago, as a co-author of the Americans with
Disabilities Act, that accessibility in transportation is a civil right," said Secretary of
Transportation Norman Y. Mineta. "The U.S. Department of Transportation is committed to
increasing mobility for all Americans, particularly those with disabilities. The establishment of
the toll-free hotline is a major step in facilitating accessible air travel for all individuals with
disabilities."

In assisting individuals with disabilities who may have air travel complaints that require
immediate intervention, the role of the DOT employees would be one of facilitating
compliance with DOT's rules and suggesting possible customer-service solutions to the
airline involved. Since compliance with the Air Carrier Access Act and DOT's implementing
regulations remains the obligation of the carrier, airline employees would continue to decide
what action will be taken in any given situation.

Go to their website to see a list of air carriers participating in the hotline.
U.S. air carriers -
Foreign air carriers -

7. PASSENGERS WITH DISABILITIES
Over 40 million Americans have disabilities. The Air Carrier Access Act and the DOT rule that
implements it set out procedures designed to ensure that these individuals have the same
opportunity as anyone else to enjoy a pleasant flight. Here are some of the major
provisions of the rule.

* A person may not be refused transportation on the basis of disability or be required to
have an attendant or produce a medical certificate, except in certain limited circumstances
specified in the rule.

* Airlines must provide enplaning, deplaning and connecting assistance, including both
personnel and equipment. (Some small commuter aircraft may not be accessible to
passengers with severe mobility impairments. When making plans to fly to small cities, such
passengers should check on the aircraft type and its accessibility.)

* Airport terminals and airline reservations centers must have TDD telephone devices for
persons with hearing or speech impairments.

* Passengers with vision or hearing impairments must have timely access to the same
information given to other passengers at the airport or on the plane concerning gate
assignments, delayed flights, safety, etc.

* New widebody aircraft must have a wheelchair- accessible lavatory and an on-board
wheelchair. Airlines must put an on-board wheelchair on most other flights upon a
passenger's request (48 hours notice required).

* Air carriers must accept wheelchairs as checked baggage, and cannot require passengers
to sign liability waivers for them (except for pre-existing damage).

* Most new airplanes must have movable armrests on half the aisle seats, and on-board
stowage for one folding passenger wheelchair.

* Carriers must allow service animals to accompany passengers in the cabin, as long as
they don't block the aisle or other emergency evacuation route.

* FAA safety rules establish standards for passengers allowed to sit in emergency exit
rows; such persons must be able to perform certain evacuation-related functions.

* FAA rules also prohibit passengers from bringing their own oxygen. Most airlines will
provide aircraft-approved oxygen for a fee, but aren't required to.

* Airlines may not charge for services that are required by this rule.

* Airlines must make available a specially-trained Complaints Resolution Official if a dispute
arises. There must be a copy of the DOT rule at every airport.

It's wise to call the airline again before your trip to reconfirm any assistance that you have
requested. For additional details, see "Other Sources of Information" at the end of this
pamphlet for information on ordering the booklet New Horizons for the Air Traveler with a
Disability.

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